Quality Enhancement Specialist
3 days ago
The primary goal of this position is to enhance the effectiveness of our advisors by providing high-quality call audits, detailed feedback, and contributing to the improvement of advisor conversation quality.
Key Responsibilities:
- Conduct thorough quality assessments and offer constructive feedback to Outreach Advisors for continuous improvement.
- Monitor and evaluate inbound and outbound sales calls to ensure adherence to quality standards and compliance.
- Collaborate with the training team to develop coaching programs based on audit findings.
- Document call evaluations, identify trends, and report on key performance indicators (KPIs).
Qualifications:
- Bachelor's degree or equivalent experience in a relevant field.
- Proven experience 3+ years as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center.
- Strong understanding of consultative sales processes in a high-ticket sales environment and Inside Sales Outreach operations.
Required Skills:
- Proficiency in MS Office applications like Excel, PowerPoint, Planner, etc.
- Reporting skills for formulating and basic automation, trend analysis using Excel.
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